This internship offers valuable experience in a global IT support environment, providing exposure to a wide range of technologies and user support scenarios. It’s an opportunity to develop your IT skills, customer service abilities, and contribute to the smooth operation of a large international organization.
At UNOPS, interns join our teams as equal members and are offered a good mix of support work and independent assignments with substantial responsibility. Under the direct supervision of the ICT Senior Officer, the intern role is to support the activities aimed at increasing IT Helpdesk capacity.
The IT Helpdesk Intern provides support to the IT Helpdesk team in delivering quality, efficient, and available IT client services. The intern assists with first-line technical support, hardware and software maintenance, and user training, contributing to the overall effectiveness of the IT support function.
III. Functions / Key Results Expected
1. Support with IT client services and administration guaranteeing quality, efficiency and availability
Provision of quality, proactive and agile helpdesk support:
Support with IT client services and administration.
Ensures efficient and effective IT client services, management and administration, focusing on achieving the following results:
Provide first line technical support by telephone, email, and in person.
Logging support calls and customer follow-up as appropriate.
Support users in the use of equipment and standard IT applications regularly used in UNOPS.
Support maintenance of inventory of IT hardware and software in HQ.
Effective functioning (installation, operation and maintenance) of all UNOPS hardware equipment, approved software and application of updates and patches in a timely manner.
Desk IT setups for internal office moves and for new staff.
Addressing and improving common areas of concern.
Facilitation of selection/deployment of software to projects, seeking technical advice and support from HQ IT personnel, as required.
Provision of (including but not limited to) relevant admin support to IT Associates and ICT Senior Officer.
2. Training components and learning elements:
a) Knowledge Building and Knowledge Sharing: Collect feedback, ideas, and internal knowledge about processes and best practices. Participates and supports training sessions for the operations/projects staff in IT services.
b) Collaborate in Guaranteeing the security of information at all times, including confidentiality and availability
Availability: Guarantee that all information is accessible at all times and that it is supported in accordance with the procedures agreed with the business. Perform periodic recovery exercises to ensure process reliability and data integrity.
Confidentiality: Ensure confidentiality, integrity and availability of UNOPS IT systems and UNOPS information assets.
Documentation: Ensure correct technical documentation, including inventories and processes, are continuously updated and available.
c) Provide implementation support for IT projects from HQ and basic IT support for HQ supervised staff.
Collaborate in the training of users in the use of IT tools and promote effective adoption.
Implementation: Collaborate in the correct implementation and subsequent evaluation of the IT projects promoted from HQ.
Support to projects: Provide basic support / advice / research, including implementation activities in various IT initiatives/projects.
User training: Provide courses and documentation that ensure the empowerment of users to use IT tools in the most appropriate and efficient way.
3. Participation in training courses
The incumbent will have access to the UNOPS Learning Zone and can access training in various Programme Management, Gender Mainstreaming, Coaching, and mandatory training as per UNOPS policy.
United Nations Office for Project Services
